Ehab Elnakib

Assistant Contact Center ManagerFull Time

• Job Details:Key Activities 1. Managing the daily operation of the contact centre to achieve agreed SLAs, KPIs, profitability, and customer satisfaction standards and maintained in line with company defined objectives. 2. Work with team leaders and supervisors to define their responsibilities and develop key performance indicators/goals to ensure effective and efficient operation of the contact centre. 3. Undertaking regular one-to-one meetings, team meetings, training and counselling/coaching sessions for all direct reports, conducting regular performance appraisals. 4. Effectively set and monitor departmental goals, ensuring that both service level and budgetary targets are achieved. 5. Assist in the preparation of the contact centre budget. 6. Analyse call and revenue data to determine operational trends and provide solutions to increase sales, service and quality. Driving improvement projects to improve performance against targets. 7. Implement new program, service and employee satisfaction initiatives in order to achieve contact centre revenue, quality and employee satisfaction and attrition targets. 8. Hire, develop, coach, support and mentor staff members in order to maximize employee and contact centre performance. 9. Serve as an escalation point, responsible for solving complex customer service issues. 10. Provide regular reports to all contact centre employees on the service and quality performance of the contact centre against targets. 11. Alway on call for after-hour emergencies. 12. Managing a team of 6 supervisors, each has a team of 15 agents.

Operations ManagerFull Time

• Job Details:Responsible of a team of Sales account Managers and Team of Recruiters. Myself with the team managed to increase the revenues to 3x in One year. The team expanded from 4 Sales Account managers to 12 account managers. and from 2 Recruiters to 6 recruiters 1. Manage Sales team leader. 2. Manage Recruitment team leader. 3. Project Sales target. 4. Drive performance. 5. Ensure best customer experience. 6. Follow up on the collection team. 7. Develop team personal and professional skills. 8. Escalation point for Key account and hight level escalations. 9. Drive the Revenues and ensure Gross Margin Targets are achieved. 10. Work with the marketing team on the Marketing events and increasing the Social media engagement. 11. Planning the attendance of Job Fairs and outdoors events.

Call center supervisorFull Time

• Job Details:Call Center Supervisor  Teleperformance - Nokia Project Company • Responsible for handling a team of 20 employees and supervising their work successfully. • Handling all team members' problems and queries successfully and provide solutions to their problems. • Provided technical support to the team members. • Responsible for motivating employees and team members to meet company's goals and customer satisfaction. • Creating presentations and reports for daily, weekly and monthly operational progress and achievement. • Analyze Root causes and set the right action plans to overcome any failed KPI (Operational or Financial).